“Booked a free design visit for Saturday 1PM. Saturday 1PM comes and goes. No one shows up. I give them a call hoping the designer is simply running late. Am told no designer is assigned to my appointment. Absolute clowns.”
“Shocking Customer Care & Communication!!
When placing the order, my husband and I clearly explained that the room renovation was time-sensitive. We were assured the fitting would take place within a month. However, this date was later changed and pushed back significantly. I expressed that the proposed delay was not workable for us, and the date was brought forward – which we appreciated.
Subsequently, we were contacted again with an offer to bring the date even further forward. Unfortunately, we had a pre-booked family holiday and had to decline. Eventually, the installation was rescheduled for the 28th of May. It was then rescheduled to the 27th but we let this go.
Despite all these adjustments on our part, I was recently informed that the date had now been pushed back again to the 30th of May. This is incredibly frustrating, especially considering the time and money already lost. We have had to cancel carpet fitters, arrange for all plumbing and electrical work to be completed in advance, and make significant changes to our personal plans to accommodate your schedule.
When the agreed installation date finally arrived, the fitter turned up only to discover that the wardrobes had been delivered over 30 minutes away. He had to leave the site to collect the parts himself, which delayed the installation and meant he had to return the following Monday to complete the job. We had to make these arrangements directly with the fitter, as we received no communication from Hammonds regarding the issue or the revised plan.
To make matters worse, I received a call from the team on the Monday asking how the installation had gone — despite it being incomplete. This lack of internal coordination only reinforced the poor communication we’ve experienced throughout.
Upon completion of the installation, we noticed chips had been taken out of our ceiling as a result of the fitting. When we raised this with Hammonds, we were told that this kind of damage “happens” and was not considered significant. While a £100 goodwill payment was offered, this does not cover the cost of re-plastering the ceiling, nor does it reflect the wider inconvenience caused — including the delays, damage, and time off work we’ve had to take to manage what has been described as a routine process.
Overall, the level of service we have received is far below what I would expect. The repeated changes, lack of clear communication, and dismissive customer care have been deeply disappointing.”
“What didn't go wrong. Did not receive what I ordered and even though I told the installer to stop installing the home office he refused to do so. Dealing with customer service was horrendous and everyone's attitude was it was my fault and not Hammonds. Quality of product is not fit for purpose. From start to finish totally unprofessional.”
“What a shambles. we just waited 6 months to have wardrobes fitted but two doors were missing. Hammond’s rescheduled fitter to return tomorrow to fit the missing doors and he has contacted us to say he hadn’t received them so cannot fit tomorrow. We changed our Easter plans so we could be here.Customer services are shocking we have to contact them all the time to get updates. Nobody seems to care or take responsibility and these wardrobe are very expensive we haven’t even had an apology. Stay well away from them and spend your money with a company that gives a damn.”
“Great quality, beautiful finishes, but not the best experience.
Firstly the cost, the designer came, gave us good ideas and got on designing, he then gives an astronomical cost that gets cut in half by adding some sort of different discounts. Obviously you think you have a great deal and say yes. Then we received the "formal" cost and turns out to be higher than what he said a few hours ago at home. On top of that, we were given 2h to confirm and sign contract otherwise all of those "offers" wouldn't count anymore. We proceed, we liked the design and knew it was good quality.
Then, after waiting 2 months, they say it will be 3 days for fitting it and that the bedroom had to be fully unfurnished to give them space to cut and work around.... OK, we will embrace sleeping in the sofa.
The fitter arrives, and says it will actually be 4 days. Comes the third day, and says he will need 5 days. He has finished in 5 days, staying until 7.30pm every single day, the Friday until 8pm. We appreciate the effort and the hard work of the fitter, but it would have been great to know about this beforehand.
Re-organising work arrangements, asking for days off-work to be able to stay at home more days, delaying our son's night routine...
Again, amazing quality, great product, lovely finishes...but it has definitely been a bittersweet experience.”
“Hammond Furniture’s design and customer service is the worst I’ve encountered. They failed to honour our contract, delaying my wardrobe installation despite a 25% deposit paid in September 2024. Designer Ben I. and Head of Design Phil H. arrived late to appointments without notice, while surveyor Nat changed the design on the spot and never sent the promised revision—despite my repeated calls and texts. Phil later paid a visit for a remeasurement. He proposed a cheaper option to cut costs and pushed the installation to February 2025, promising a new design in three days that never arrived. Communication was non-existent; I contacted Customer Relationship over ten times, only to hear admissions of “unprofessional and unacceptable” service and a disappointing refund suggestion. I sympathise with others who’ve faced similar issues with this company - this is not your problem until it becomes yours. Avoid this company—they can’t be trusted.”
“Your company is absolutely shocking. I totally would not recommend this company from start to finish. There customer service is non existent, shoddy fitters, never answer emails or calls. Nothing is down to them and an answer that’s not there fault. Quick to take your money tho!!! My wardrobes are still going on from 13 December to now… that explains a lot. A very unhappy customer and I know I’m not alone !!! Don’t use them it’s not worth the stress and disappointment”
“Absolutely shocking! They treat their fitters terribly, tell untruths and get you to sign off on a plan which not even their customer service team are qualified to read and understand.
Customer service lady called Rebecca was rude with poor manners and conduct. She didn't listen to me say I have an on going issue but cut in mid sentence, AND she proceeded to mark my installation complete despite her acknowledging I have an outstanding issue.
The Installation manager didn't want to know anything and even said he's on a rotation placement so shouldn't be involved!
I would never use Hammonds again and I would never recommend them. What we asked for is not what we had installed. There is a lot of wasted space because it's not bespoke built for you, it's just off the shelf flat pack at set sizes.
Save yourself loads of money without hassle and get a carpenter to build what you want.
You'll be sorry if you ignore these reviews.
They are still chasing me for the final payment- surely everyone knows you get paid once the job is complete?
Despite having an outstanding issue and making a complaint, I still didn't hear back from them, I called them over 2 weeks later!
Never ever again!”
“Unfortunately not a good experience and would sadly not recommend to anyone.
Where to start …
The initial install date was changed last minute, I thought not a problem but meant changing my annual leave at work.
On install the installer noticed the surveyor had made an error. The door going into the bedroom would not open properly as the wardrobe was in the way. This also meant the handle on the bedroom door would bang into the wardrobe damaging the furniture. We have had to temporarily wrap some insulation around the door handle to protect the new wardrobe. Not the look you’re going for when you have spent THOUSANDS on a wardrobe / a company you hoped you could trust.
The joins on the wardrobe were poor meaning a French polisher had to be organised to fill in the gaps.
I was given a date for the French polisher so again took time off work, waited in all day as no specific times are given. No one turned up.
I then received a call from Hammonds to inform me the install was complete and the French polisher had completed the job. I had to inform Hammonds the job was not complete as the French polisher had not turned up. No one thought to notify me of this.
Another date was organised.
Meanwhile we still have a bedroom door that doesn’t fully open with no support from Hammonds to rectify this.
Hammonds have called me multiple times a week to chase the final balance even though the work completed was to a poor standard and still not complete.
Hammonds have made it clear it is “our duty to rectify the problem” hounding me daily for quotes to rectify the door not opening fully. I also informed Hammonds I am due a baby any minute and getting quotes to rectify their error were not high on my priority list at the moment. Ofcourse, they didn’t care, they just want me to find a solution to their poor install so they can receive their final balance payment.
On the phone I was told by a manager they had applied £160 compensation and would further review the full case. I then receive an email of £100 compensation. I had to call them to remind them of our phone call. £160 was then applied. Convenient Hammonds forgot this. Good job for recorded calls.
As a company, Hammonds have been a nightmare to deal with. Sadly a company that are happy to take people’s money but not there to help and support when they make a mistake. It becomes the customers issue to sort on Hammonds timescales (an incoming baby is irrelevant) but they will chase you daily for money.
I was hoping to use Hammonds in our dressing room and 4 other bedrooms. Sadly, would not be recommending or feel confident to use them again.”
“Please think twice before using Hammonds. We’ve had a really disappointing and frustrating experience which has cost us a lot of time and money.
Firstly, they were booked in and due to complete on the 12th of Feb. The fitter came and mentioned they’d ordered the wrong part so we’d have to wait for that to be reordered.
The fitter then came a second time and again mentioned they’d ordered wrong part again and another part was damaged in transit.
Third time lucky we thought, unfortunately not. After juggling time at home for three separate dates over a three week period we had a “completed” media unit.
As soon as I can get the pictures uploaded I will. They really do have to be seen to be believed. It’s terrible workmanship. We’ve contacted customer services and no response so I guess trading standards is the next stop.”
“Following up from my previous post, I have now been offered an installation date 10 days after the original date. I've been offered £150 compensation which does not even cover the costs of buying plastic crates to store the clothes in the interim. My advice is: DON'T USE THIS COMPANY - THEY CHARGE TOP PRICES FOR AN INFERIOR SERVICE!”
“SHAMBOLIC COMPANY
I don't usually write reviews, but my advice is: DON'T USE THIS SHAMBOLIC COMPANY. We paid 5K for fitted wardrobes, and the subcontract fitters did not turn up! I had no contact from Hammonds, and I had to ring several times to receive an update. They offered £100 compensation, but when I asked for a refund as I wanted to cancel the fitting, they refused. I would never use this company again!”
“This has been the most stressful experience and I wish I had my money back to go with another company. An ikea flat pack would have looked better! Designed to fit your room is a joke. They design to fit your room but then don’t have the pieces necessary to deliver. I feel very sorry for the fitter because apparently they don’t get paid until you sign off on the job but they have been given a design which isn’t possible. Just truly shocking and I don’t understand how it is legal!”
“The company is just a fraudulent company they offer the world and then deliver nothing.
After seeing some Hammonds Wardrobes in my Sisters new house and then seeing her Surveyor doing her wardrobes, I had seen the exact color combination I wanted for my new wardrobes in the property I had just purchased... have a lot of clothes but now no wardrobes.
I went to the Milton Keynes store (28th December) and showed the color, Their representative could show me the color in person but not a lot else as it was a new range. But I was impressed at the time as I could get a designer visit the next day. But at no point was I offered any other options or told there would be severe delays.
The 29th the Designer turned up, was very friendly and measured and designed my wardrobe. Changed a few options due to my budget and then left me to think about it whilst I had another company (Sharps) come around on the 30th.
After the visit from Sharps, I decided Hammonds was the better offer so proceeds to pay my deposit that evening (but their system said I ordered on the 29th).
On the 3rd January, Maxine called me and setup a survey for the 7th Jan & fitting W/c 17th Feb.
On the 7th Jan, I get a phone call from Maxine to say the surveys are not yet trained yet and that the survey shouldn't have been booked for that date and another survey was booked for the 15th Jan and I was assured the surveyor would be trained by then.
I was then called on the 10th by "Pre-Fits" to say that my survey would now not happen on that date as the training would still not have happened by this time and that my Install would be delayed 3-4 weeks now W/c 10th March.
On those previous two phone calls I expressed my frustration to both pre-fits and Maxine, that this was not good enough and that if there was any further delays I would want my money returned and order cancelled.
On the 15th January I was then booked in for Survey for the 23rd January, but this was then changed again two days later on the 17th... I was annoyed but accepted as it was actually earlier on the 21st January.
The Surveyor did turn up and was friendly enough, but after all that hassle effective did the same job as the designer and as was here for 20 minutes...
Two days later on the 23rd January I then get a phone call to say they are having productions problems and I now can't have my wardrobes fitted until the 16th April at the earliest... This was the final straw for me and I asked them to cancel my order and give me a refund after 4-5 Survey Changes and 3 fitting dates I wasn't going to wait a near further 3 months for my wardrobes.
I was advised I would get a phone call within 48 Hours and it is now Monday 27th January and still no phone call even after reaching twice through instagram.
This is effectively fraud as they are taking money in my case £713.50 deposit for a product that is not yet ready for retail.
And from other reviews will say they can keep you 25% deposit because you cancelled after the 14 Day "Cooling Off" Period .... Yet it is them making constant changes and not delivering to their side of the contract.”
“What an absolutely horrendous experience with this incompetent company. After visiting the Abingdon showroom and being followed round by a young girl who wouldn’t leave us alone to browse I decided against my better judgement to get a quote for 4 bedrooms in our newly renovated house. The initial meeting with Debbie went well but then the surveyor turned up and that’s when it all started to go wrong. The 4 bedrooms, at a cost of over £20,000, were supposed to installed by 2 fitters between late February and 6th March 2024.
Once the installations had started it was clear that there was issues in every single room, ranging from damaged doors and panels, to bits missing and a whole stretch of wardrobes on a sloping ceiling being measured and made completely incorrectly! We also had previously been asked to move 2 electrical sockets, which we did to the surveyor’s measurements, then when the units came to be fitted the sockets had to be moved yet again, having to be plastered and painted around yet again!! The fitters are not employed directly by Hammonds themselves but are subcontracted individuals.
After a visit from a manager he promised these issues would be rectified promptly!
After numerous phone calls, emails and failed attempts to rectify the issues and another manager visiting the site I had enough and got a solicitor involved.
Finally the 4 bedrooms were finished 8 months later at a cost to myself and holding up other trades for months. Hammond’s deemed £1475 off the cost was enough compensation which I only agreed to because I didn’t want the hassle of actually taking them to court!
The fitters informed me that I was not the only customer that had taken legal action!
PLEASE avoid this company at all costs, get a local fitter to install for you!!”
“Very poor service from start to finish, changed our installation date twice, one being the night before. Ended up having to take more time off work.
Surveyor said it would only take one day, took two. The installer said he only started the day before my installation, and you can tell. For the nearly £3000 | paid, the work carried out is poor to say the least.
I also asked for a refund after my second cancellation and was told a straight no. I said I would be leaving a poor review and they didn't seem interested one bit.
I would avoid with all cost !!”
“Ongoing saga with Hammonds regarding the appalling way we have been treated Via the Customer Service Department.
Our bedroom furniture is perfect, the fitter was brilliant so no complaints there
The door knobs we agreed to and were ordered, shown to us by the Surveyor, were discontinued and although in our final agreement and acceptance form a photo of this door knob was clearly evident, although we are now know Hammonds were fully aware of this particular one being discontinued prior to work starting, infact 2 months, but did not abide by their own Contract of notification of 21 days prior to work starting of any changes that needed to be made.
A Manager today, who visited us, stated that the contract was flexible, although the wording does not reflect this
I have been in contact with Hammonds since the 11th June via emails and phone calls trying to get a reasonable outcome, one Manager in July agreeing the wrong knobs had been fitted and ones like we had agreed to be fitted, this didn't happen.
At one point we were told that a Surveyor does not carry samples so we couldn't have chosen them from him, but have since learnt they do.
It made it looked like my husband and I to be lying and no apology around this was given
More and more denials from Hammonds even passing the blame onto others rather than apologise and remedy it.
We were even told to go and find ones we like and Hammonds would refit at no charge,this might sound reasonable but we have paid for this and you wouldn't go out and purchased something for a brand new car that had the wrong fitted headlights on
As we were not notified of this,and Hammonds had broke the contract, and wrong ones were supplied and fitted without our consent and agreement we believe reasonable compensation of £500 for the time and stress we have endured but we have only been offered a non negotiable £200.
Hammonds are not acting like the ' Family Company ' they are trying to promote and need to listen to the reasonable complaints and improve the service as customers rather not complain they just want what they have paid for”
“"I recently placed an order for furniture for three rooms with Hammonds, and while the company initially seemed promising, my experience with the salesperson, Paul Nuttall, was extremely disappointing. He made several false commitments regarding the designs, and when the surveyor came for the final measurements, he criticized Paul for his poor knowledge and misrepresentations. After I paid the advance, Paul stopped responding to my messages. Even after multiple follow-ups and sending a written complaint email, I received no response from the company. It’s clear that Hammonds only provides good service until you make the payment, but after that, they don't seem to care about the customer. I would not recommend dealing with this company or salesperson based on this unprofessional experience."”
“Hammonds are the worst company I have ever made a purchase from. I lost track of how many time I was lied to and dishonesty appears deeply engrained into their culture. Ordered 2x wardrobes costing £4.5k. They originally advised 1 day fitting, after paying the deposit changed their mind to 2 days so needed leave from work. They changed the agreed fitting date without any consultation with myself a couple of weeks before when nobody would be at the address and stated the next available date would be another 12 weeks away. They then offered to refer us to their "customer relations team" but another month passed of them not contacting me and only stating they were aware of the error on the 2 occasions I chased them. U had to escalate to the ombudsman just to rearrange a fitting date which they said "should have been offered within 7 days but is always within 30", the following day when I called to arrange this they stated the earliest available was 60 days away. The only positive throughout the whole ordeal was the quality of work from the fitter we eventually got 6 months after making the order, however it sounds like they treat them with as much distain as they do customers, hence why I suspect they struggle to provide any service. Overall my impression of Hammonds is that you will pay premium prices for a decent quality product, however the service you will receive will be a mix of gross incompetence and extortion, and actually getting the product you ordered will be a nightmare. There is no way I would ever consider using this company or any others associated with them ever again.”
